240 jobs for "Manager, Customer Support"

Responsibilities

About the Team
The TikTok Shop Merchant Growth Tools team is at the forefront of empowering sellers in the US e-commerce landscape. We own the product operations for critical merchant-facing modules, including promotion tools, CRM systems, and storefront design and customization capabilities.

Responsibilities
- Own product operations for TikTok Shop merchant-side growth tool modules, including go-to-market execution and growth of key feature adoption and usage. The scope includes merchant promotion tools, merchant CRM tools, and store design/customization tools. Develop and execute operational strategies based on U.S. market insights and data analysis.
- Analyze merchant feedback and identify key product issues related to merchant growth tools. Leverage market research, merchant insights, and data analysis to uncover critical merchant needs and business growth opportunities, and work closely with Product, Engineering, and Strategy teams to drive product iteration and optimization.
- Build a deep understanding of U.S. e-commerce merchant needs and pain points, especially in cross-border operations, including marketing conversion, customer engagement, and storefront presentation. Develop effective operational strategies and product enablement plans tailored to different merchant types and business scenarios to improve merchant efficiency and business performance.
- Partner with industry teams and key merchants to build vertical-specific solutions for merchant growth tools, and drive the adoption of promotion, CRM, and store design capabilities across different industry scenarios to support business growth.
- Build and continuously improve the education and enablement system for merchant growth tools through multiple content formats, including articles, live sessions, case studies, and training materials. Capture best practices, improve merchants' understanding and usage of product capabilities, and explore how AI can further enhance merchant operating efficiency.

Qualifications

Minimum Qualifications
- Bachelor's degree or above, with 2+ years of experience in product operations, marketing products, data analysis, consulting, or related fields.
- Strong analytical thinking and data sensitivity, with the ability to identify issues and opportunities through data, market insights, and user feedback.
- Hands-on experience in translating user insights and data analysis into growth strategies, operational plans, or product improvements. Strong sensitivity to merchant operations, product growth, and ecosystem development.
- Strong sense of ownership, solid cross-functional communication and collaboration skills, and the ability to adapt quickly and drive outcomes in a fast-changing environment.

Preferred Qualifications
- Experience in cross-border e-commerce, content e-commerce, or merchant services is preferred.
- Proficiency in SQL and Excel is required; experience using AI tools is a plus.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $102600 - $143640 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Responsibilities

Qualifications

Qualifications

Minimum Qualifications
- Bachelor's degree or above, with 2+ years of experience in product operations, marketing products, data analysis, consulting, or related fields.
- Strong analytical thinking and data sensitivity, with the ability to identify issues and opportunities through data, market insights, and user feedback.
- Hands-on experience in translating user insights and data analysis into growth strategies, operational plans, or product improvements. Strong sensitivity to merchant operations, product growth, and ecosystem development.
- Strong sense of ownership, solid cross-functional communication and collaboration skills, and the ability to adapt quickly and drive outcomes in a fast-changing environment.

Preferred Qualifications
- Experience in cross-border e-commerce, content e-commerce, or merchant services is preferred.
- Proficiency in SQL and Excel is required; experience using AI tools is a plus.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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